⚠️Only available for #residents of #Mexico⚠️
TBS Support Ops(Analyst)
Pay rate - $19
Location Mexico
-Candidates must be bilingual in Spanish & English
-Working hours are 11 AM to 8 PM EST with a 1-hour lunch break
Responsibilities:
· Analyzes available data to identify opportunities for same-day staff adjustments and the need to solicit extra hours and/or voluntary time off.
· Monitors several queues & performance data points across multiple channels & sites.
· Reviews intra-day performance reports and projects adjustments for unanticipated volume shifts and staffing adherence.
· Monitors & flags/communicates global agent adherence & performance at a queue, site, & team level.
· Responds to/handles requests from Operational leadership that will impact same-day coverage for any skill/queue.
· Collect and report global data from disparate systems, providing meaningful trend analysis and data-driven recommendations and insights
· Provides regular operational reporting to the management team
· Participates in meetings focused on reviewing forecasts, shrinkages, and scheduling (globally)
· Works closely with Workforce teams globally
· Participates in outage management when required.
· Performs reporting/data entry tasks as necessary.
· Communicates business health to leadership as needed
· Creates Support Ops business health reporting measurement framework and dashboards
· Delivers insights and reporting needs to Support Delivery team as necessary
· Maintains support tools to support the TBS support organization
· Works closely with our support and engineering teams to solve rider and operator issues
· Provides feedback to the product and engineering teams relative to problems encountered and possible improvements to our systems
· Manage database of product bugs and report on progress mitigation cross-functionally
· Supports the Delivery team with deep dives and other insights related projects
· Acts as Impact & Response team point of contact to ensure delightful resolution for TBS riders
· Works cross-functionally to ensure operational consistency across all support lines of business.
· Professionally responds to internal feedback and inquiries
· Act on feedback to learn and grow
Experience:
· Commitment to excellence
· Minimum of 2 years contact center real-time management for multiple sites with multiple channels
· Previous experience with global operations preferred
· Experience using PowerBI, Tableau, or another data visualization tool
· Must have a general knowledge of support tooling systems (Zendesk, Twilio Flex, JIRA, Khoros)
· Experience with SQL
· Advanced Excel experience
· Undergraduate degree or equivalent experience required
· Must be self-motivated and driven
· Strong analytical and critical thinking skills
· Strong communication skills, both written and oral
· Strong interpersonal skills and relationship-building skills required; ability to resolve conflicts
· Ability to thrive in a startup environment
· Ability to write thorough, scalable, and clear documentation
· Ability to multi-task and meet short-term and high-intensity deadlines
· Self-sufficient, highly motivated with a desire to learn new technologies and industries
· Ability to thrive in a fast-paced work environment with consistency and reliability